ComplaintsforLeaders

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a health care provider complaining about a credit processing service. I created an account with SimpleSwipe at the end of Jan.2021. A copy of this contract was not forwarded to me, and I have nothing in my possession that stipulates the monthly credit card processing fees. In Feb 2021 I began to notice charges by BANKCARD MTOT DISC ID NRB: 4*********56353, and have been trying to determine their identity since. Corresponding with my bank, NOVO had not produced answers. Please see my past correspondence with NOVO rep. Late Oct 2023 a customer service rep "A******" informed me the above ID belongs to PaySafe. Please see screen shot showing my conversation. I had a phone conversation with a PaySafe rep. She identified the party "Leaders Merchant Service." She then told me to file an identity theft report. I had attempted to communicate with LMS via email twice. They sent automated response stating their plan to open phone communication, but no such phone calls were made. On Nov 5 I had a phone conversation with LMS customer service. I demanded to terminate this service but she stated this could not be done before I paid $101.20.

  

  Business response

  11/14/2023

  Greetings, 

  Thank you for the opportunity to address your concerns. Our records indicate that a merchant account
  was established on behalf of Accented Spot, pursuant to a signed MPA on or about January 26, 2022.
  The terms and conditions of the commercial agreement between the parties govern process for closure 
  and provide a period during which merchants must notify us of any suspected errors or omissions with 
  respect to credits/debits issued in connection with credit card processing service provided under the 
  agreement. Please note a $5.00 transaction was processed on or about February 08, 2022, and funded 
  to the bank account currently on file. Although we have not received a written request for closure, we will
  accept this complaint as a formal request for closure. Your account closed effective November 12,2023.
  Although fees charged in connection with your merchant account were valid, we will waive the Collection balance
  and issue a refund in the amount of $1,612.90 representing fees charged from Jan 22, March - August 2022, upon
  your acceptance of this Response.
  
  Please note the refund will be issued via a check and mailed to the address on this complaint.
  
  Thank you.     

   

  Customer response

  11/30/2023

  
  
  Complaint: 20837006
  
  I am rejecting this response because:

  On November 17th I received a call from Leaders Merchant Service stating that "there was a response" from them containing an "offer to refund $1624.63" that was "expiring soon." The caller stated they would deposit the "refund" in the same bank account. I proceeded to accept it. However today is November 28th. There has been no such deposit into the account or any other amount.
  
  Regards,
  
  C*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  12/04/2023

  We appreciate the opportunity to resolve our concerns. The refund in the amount of $1,714.10 was
  submitted on or about November 20, 2023 via ACH to the bank account listed, however the refund
  was returned to the Company due to a stop payment placed. The refund will be resubmitted and 
  issued via a check and mailed to the address on file. Please note, check request can take 
  up to 30 days to be issued and mailed. 
  
  We appreciate your patience.
  
  Thank you.  
  

  Customer response

  02/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20837006, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  i owned a small take out restaurant in Fairfield CT. I used a processing company name: Leaders for processing my credit card. The sales represent, named: Alissa Ruef, told me that as long as I maintained $7500 each month, I won't get charge addtional fees. In deed starting from sept 2022 to Aug 2023; we maintained $7500 monthly Sales. However, There were three months, Leaders were charging additional $50. Total of $150. I contacted the customer service mutiple times. They gave the reason is because I have receved many different cards even I maintain $7500 I would get bill additional $50 fee. I was faurstrued because that was not the Sales representive told me. Becasuse of that, I decieded to closed the account.. With that, they asked me to returned the EQUIPMENT. so I returned on Aug 3. On 8/21/23; Leasders withdawal my account $699 (This is was NOT told by the sales as well ). I reaching out mutiplle times. On 10/16/23 I got the answer is the EQuipment is NON Functional. NO REFUND. The EQuipment is perfectly Function.A year of usage , it wiould have wear and tear. I felt that they are ripped me off $699+150 Total of $850 Allissa Ruef, sale rep. 888-204-9619 ext253 [email protected] customer service: 800-876-9843 1. The sales rep did not tell me there would be a charge for EQUIPMENT 2. Sales rep told me NO additional fee as long as I maintain $7500 about.

  

  Business response

  10/20/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Per the signed Point-of-Sale Replacement Program addendum to the merchant agreement, if processed less than the minimum requirement per month in combined Visa, Mastercard and Discover transaction volume (excluding Pin Debit Activity) in any full month, merchant will be charged $50.00 each month. The minimum was not met therefore the loaner equipment fee was charged. 
  
  We can confirm the equipment was received, therefore the company will issue a refund in the amount of $699.00 representing equipment fee, although the loaner equipment fee is valid, we will refund $50.00 total refund $749.00, upon acceptance of this response, as a courtesy.              
  
  Please kindly advise if the Bank account on file is open/active to receive the refund via ach deposit.
  
  Thank you

  Customer response

  10/25/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20738789, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Y** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I checked into this credit card service first of the year. Right after I was hospitalized. Before I was hospitalized I told Leslie I didn’t need the service and I never set up the portal or received any more information or equipment from them. I was charged an overdraft fee by my bank on 8/5 to cover 124.89 charge that the bank couldn’t identify other than it’sa credit processing company. After checking my account I was charged 6.99/ 64./64./124/124 a total of $379 and change. I called all morning trying to get the fraud department but the pay safe representative refused to give me the number- she claimed her name was A*** but refused to get me a supervisor or a number to reach the fraud department. I called back again and another woman said she’s with risk department but her computer locked up and needed to call back which she never did. I have never used this service nor did I agree to this service. I want a refund. If I need to file charges or complain to the Attorney General’s office I will. I will pursue this! I’ve never been so disgusted with customer service like this. I feel like it’s outright theft from the way it’s being treated. A*** emailed me the portal to set up my new business account and told me I needed to log in and report it thru the app. I’m not logging into this portal to create a new account when I never wanted an account with this company or any credit card processing company. Again I feel like they are trying to find away to steal money from me.

  

  Business response

  08/17/2023

  L**** ******,

  Thank you for your submission. Our records indicate that a merchant account was.
  established on behalf of Larry Breese, pursuant to a Merchant Processing Agreement, signed.
  on March 28,2023. The Merchant Account was opened on March 29,2023.
  
  Please note that requests for closure must be submitted in writing and signed by the authorized person on the
  account, in accordance with the terms and conditions of the commercial agreement between the parties. Although
  we have not received a written request for closure, we will accept this complaint as a formal request for closure.
  Your account has been closed effective August 13,0223. Although fees charged in connection with your
  merchant account were valid, we will issue a refund in the amount of $386.65 which equates to all monthly fees charged on the account from March 2023 through July 2023 (please note the monthly fees are charged in arears).  Please allow 5 to 7 business days for processing. We hope this response provide a satisfactory resolution to this matter.
  

  Thank you,

  Paysafe

• Initial Complaint

  08/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I certainly wish I had read these reviews last year when I was contacted by a charismatic sales person extolling all the virtues of Leaders. That was the first and last positive interaction with Leaders. Last September (22) I called the number that was required for PCI Compliance for our small gallery, CATSKILL CREATIVE ART. I got a totally inept employee who kept me on the phone for an incredibly long time trying to figure out what to do. After all that frustration she assured me that the process was complete and we were compliant. After that we were charged PCI non-compliance fees for 5 consecutive months. At the risk of being tedious I won't recount the MANY frustrating calls I made to 'customer service' explaining that I was under the impression that to my knowledge we had our compliance and if not it was the fault of the untrained person who assured me we were compliant. I asked countless times for a supervisor/manager and was denied after holding on for what seemed like an eternity. I then asked who was the CEO and they said they couldn't tell me that. FINALLY I was told that I would only be refunded 2 of the fees which of course were the lesser of the 5 charges. I did receive the 2 fees of $59.95 but they refused to refund the 3 charges of $89.05. I did obtain the name of the owner of the company, Michael Wolfe and I wrote to him personally. No surprise, my letter was completely ignored. I've waited a month to hear from them... nothing. We are owed $269.85 and I am not going to give up even if I have to go to court. Leaders is the worst example of good business practices that I have ever dealt with!

  

  Business response

  08/04/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. As a one-time courtesy, the company  
  issued a refund for the remaining PCI Non action fees. Our records indicate the refund was issued 
  on or around July 31, 2023, totaling $269.85.
  
  Please ensure your merchant account is always PCI Complaint to avoid being charged the PCI fee.
  
  Thank you.  
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was reluctantly talked into switching my credit card processor to Simple Swipe. I’ve used Square for years. I own a small business. After the fees were hire then the rep claimed I switched back to Square. I returned my equipment and spoke to multiple reps. I am continuing to be charged a monthly fee of 70 dollars even though I haven’t used the service in over 3 months. They have all my banking information. My only option is to change all my account information. However the rep told me not to because I would be reimbursed. I am beyond frustrated. They are stealing money!

  

  Business response

  07/11/2023

  Greetings, 
  
  Thank your for your submission. We are unable to locate your merchant account based on the contact information you provided to the BBB. 
  We ask that you provide your Merchant account number to assist us in locating your records, so that we may investigate and respond 
  to your concerns. 
  
  Thank you. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an account with leaders for my small business and I just terminated my contract with them back in February of this year. when I cancelled my contract, I was told that I will have to return the credit card processor that was provided to me by the company but that they couldn't provide me with the mailing address over the phone that they will email me with in 24 hours with the address to return the equipment to which they never send me that email. after that I had to call 2 more times to finally get the address from them by then they had already charged me the $500 for the equipment that according to them I had fail to return on time even though that at that point they were beardly provided with the retuned address for the equipment, but the representative assured me that I will get a refund as soon as they received the equipment. So I send the equipment back but they said that they never received anything from me so I provided them with the tracking number which proved that they did receive the equipment to what then they said that they did receive the equipment after all but they associated the tracking number that I provided them with (which include my name as the person that send it) with another account. I keep contacting them to try to resolve this issue but according to all the representatives that I talked to there is no supervisor available to help me. and that all they can do is escalate the issue and wat for the response and they always assure me that they will call me back with in 24 hours which never happens. My account MID number is 4*********557809.

  

  Business response

  06/22/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate a member of
  our Customer Service Team contacted you directly and the issues described in your complaint
  have been resolved to your satisfaction. A refund in the amount of $499.00 has been submitted 
  and funded. 
  
  Thank you.  

  Customer response

  06/22/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20197333, they have finally issued me the refund 2 days ago when they were contracted by you guys. Even if they finally gave me my money back I will like for my review to be posted so other people be aware of all they issues with this company. 
  
  Regards,
  
  M**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company Leaders Merchant services charge me $89.95 for a "non-compliance" fee that were never told about. No phone call, no email so I Called customer service to see what this pertained to and was informed that this was a fee from PCI Did the questionnaire and requested a refund. Nothing has happened. Called the sales rep who assured me that this would be taken care of.....and nothing. No phone call back, no email, nothing. So I Called back to close the account with them since May 3/2023 and they inform me that I will receive the refund with in 3-5 business days never happed I called again on May 12/2023 They said the same thing over and over till May 31/2023 when I called they said you should receive the money by 06/01/2023 in you bank then I received a email staying that wont be any refund because I closed the account and I have to ship the credit card terminal on my own cost if not they will keep charging my bank account.

  

  Business response

  06/07/2023

  M*** ******,
  
  Thank you for your review.  Your signed merchant processing agreement include the pci non-action fee. Although the fee is valid as a courtesy the pci non action fee refund request has been approved in the amount of $89.95.  Please allow 3 to 5 business days to receive the refund in the bank account on file.  We hope this bring satisfaction to this matter.
  
  Thank you,
  Paysafe

  Customer response

  06/13/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20130535, and find that this resolution is satisfactory to me.  And also I just shipped the terminal with USPS Tuesday 6/13/2023 AT 10:19 AM Tracking # : 9534610542543164209089 You should received in 5 Bossiness days.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We opened a merchant account with Leaders Merchant Service, also called by the name of PaySafe in April with the help of the sales rept., Mr. M***** *******.. My merchant ID is 4*********708444 under the name of Giovani International, Inc. One of my big concern was how fast they could transfer the money to my bank account. He advised me that the money would be transfered to our bank within 24 hours. We started using the service on May 1st. Then I was out of the country and I could not access to my bank account, which was locked. I beleived the system detected that the access was from overseas. Therefore, I checked my bank account as soon as i returned to Los Angeles. I just realized that no money was transfered to my bank account. it has been 3 weeks. I called the customer services on May 23rd and was told she needed additional help from other department. Because there was no reply on the 24th, I called again. I was told my account was held by their Risk Department. Another customer service, Stephanie, transfered me to the Risk Dept., however, no one answered. I do not see any reason to hold my account for any "risk" reason. I did not receive any message from them about it. I have been with Elevaon, another merchant service for 20 years as well as with the same bank for 20 years. I have had no any issue at all. This is very illegal to hold the clients' money with any reason that they set. I should have trusted the reviews written on the Google and the compaints that other business worte to you. I could not beleive how such business can still run their business and put the small business in risk to run the business with no cash flow. I do appreciate your time in reading this message. I hope other business can read this message as well before they decide to use the service of Leaders Mercahnt Service as well as PaySafe. 

  

  Business response

  05/26/2023

  Greetings,  
  
  During our review of the first batch of processing on May 3, 2023, we could not fully validate this business. 
  Giovani International shows different ownership and contact information than what was provided at application.
  The phone returns to a fashion wholesaler by a different address. There was duplicate card processing, and several
  declines noted with reason code of suspected fraud. Due to the number of red flags a review was initiated.
  
  We reached out on May 3 to email address on file, ********@pontiergroup.com. We reached out by phone and
  email on May 10 and again on May 16. A male answered on May 16 and stated the owner was out of town and 
  would return the following week. After receiving no further communication from the merchant, the merchant 
  was advised by email of pending termination, and to process refunds to avoid funds being held for 180 days as
  allowable by terms and conditions of the merchant processing agreement. No refunds have been completed to
  date. We interacted with the merchant on May 25, and reiterated instructions to respond to our inquiry for 
  consideration. Merchant stated that customer information is confidential and was reluctant to send; however, that
  is not an accurate statement as merchant is contractually required to provide documentation upon request as
  identified in section 8 of T&C. We received documentation that will be reviewed for reconsideration of the 
  decision, and merchant has been notified of expected completion of that review by Tuesday May 30 due to the 
  holiday weekend.
  
  Please note Leaders does not get next day funding for merchants at boarding.
  
  Thank you. 

  Customer response

  05/31/2023

  
  
  I am rejecting this response because:

  1) Our account was approved by their underwritting. If they would have questions on our elibibility, it would have been denied before being approved. They should not have waitied till having our money and hold the payments by making any excuses. 

  2) When I spoke to their sales person after our account was approved, Mr. M***** ********, I was told the fund would be transffered to our account within 24 hours. The cash flow is always a critical issue to a small business. But they just hold the money because of the transactions that were made on the same credit card. We cannot control how often the resellers will buy and what cards they will use. 

  3) If they said they found the quetions on our account on May 3rd, I did not receive any call from anyone from their office when I was stilll in town. I could not reach my emails till I return to town. If they would have called immediately, then the issue would have been sovled by my leaving. 
  

  4) After my return, I have emailed them few emails to follow up the status and CC the sales, M***** ********, no one yet replied.

  5) Today is the day of May 31. I have not seen the fund transferred to our bank yet. It has been more than 3 weeks. 

  6) We have been with Elavon, another merchant service, since 2004. I have never had any issue at all. If it was not because of the courtesy invitation of Mr. M***** ******* for better rates, I would not have made such decision to use Paysafe, also by the name of Learders Merchant service.  It was a really silly decision I have ever made. By the way, I have not received the money yet, I am not sure if the rates would be lower than they said. Till now, I am very doubtful about their business integrity. 

  
  Regards,
  
  ******** H****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  06/01/2023

  Unfortunately, although the account was approved at Underwriting, we identified several discrepancies, as noted in our initial response, which required additional clarification. During these reviews, due to the elevated risk associated with potential business ID theft, declines, etc. we do hold funds as allowable in the terms and conditions of the merchant processing agreement. We made every attempt to notify as per our internal policy, both by email and phone without success for nearly two weeks before moving to close.
  
  As discussed on our call yesterday afternoon, we have verified the activity to our satisfaction with the documentation provided and will be submitting a release of $2,346.46 which should be delivered within 1-2 business days.
  
  I will relay concerns about communication to our Sales and Underwriting teams, and hope that we are able to move forward with the processing relationship.
  
  Thank you, 

  Customer response

  06/01/2023

  
  
  I am rejecting this response because the resaons of their "risk" concern was totally unacceptable. 

  1. The role of the underwriting is to veirfy the identities and the business background thoroughly before account is approved. If any questions are caught, they questions and concerns shall be solved before the approval. By the way, we have been in the business since 2004, it is easy to be checked via our EIN, which was provided to the Leaders Merchant Service. 

  2. Any excuses can be made if there were any purpose to hold the payments. We have been suing Elavon service since 2004. Since our account was approved on the very first day, we have no any issue with them Or we would not use them for almost 20 years.If the reason to hold our payments because of mutiple transactions on the same card was really unacceptable. if they have no knowledge about how wholesale business is accepting payments, they should have better training program. 

  3.May 26th was not a holiday. However, I was told they could not review my account till after the Memorial long weekend and was told they would decide on the 30th. However, there was still no update on the 30th till I made multiple calls on 31th. First, I was told by Steve that jeff was on the phone and would call back. But still no reply. Then I made another call and was told he was on the meeting. Till i told the customer service that I would pursue no matter what costs me. Finally, Jeff just called back. 

  After then, I have checked many reviews about this business. They have been reviewed and complaints for the same reason of holding the money from the small business.  

  I am very glad that our big payment amounts were not processed by the credit card but the checks or wiring. Anyhow, if I do not see the money in the actual total amount they have been holding by tomorrow, I will contiune pursuing. 

   

  Regards,
  
  ******** H****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March of 2023 my company was approved to process payments under Leaders Merchant dba: Pay Safe and Swipe Simple. We went through the underwriting review and then started to process payments. Once we achieved $10K in payments and no funds from Swipe Simple, we called and inquired why deposits of collected funds were not processed? We were told by several people they closed our account as "our business model is not supported". If my company was not a supported platform, why did they approve us? Now they are holding $10K of my earned income without any resolution. I think Leaders Merchant is a scam working with Pay Safe and Swipe Simple to steal small business income.

  

  Business response

  04/26/2023

  R***** ******,
  
  Thank you for the opportunity to address your concerns. This merchant processing account was boarded on February 21, 2023 and first batch of processing was observed on February 25, 2023. Paysafe Risk reached out immediately upon reviewing that batch on April 25, 2023 in reference to the processing observed and to better verify the business and its model. During our review, we observed declined transactions and could not locate the business by phone, address or business name. We attempted to verify transactional activity with several cardholders from invoices provided, left voicemails with each and did not receive return calls during the review period. The decision was made to part ways based on overall credit risk to include information contained in credit file and extended service timeframe. We offered the opportunity to process refunds so another form of payment could be accepted and to ensure no funds were held back. By March 2, 2023, no refunds were processed and Paysafe chose to exercise its right to terminate the account and hold funds in reserve for up to 180 days. On March 27, 2023, we offered to shorten that review period to 60 days if no chargebacks are observed. 
   
  If merchant bank account ending 3186 is still open to accept deposits, and no chargebacks are observed, Paysafe will release funds to the bank on file on or around May 2, 2023.
   
  Thank you,
  Paysafe

• Initial Complaint

  04/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  They took money out of my account and then when I call and talk to someone they said they put that money in my account. They charged my monthly fees which I was told there were no monthly or minimum fees only transaction fees associated with my account when I signed up.

  

  Business response

  04/10/2023

  Greetings,
  
  Thank you for the opportunity to address your concerns. Our records indicate that a member of
  our Customer Success team contacted you directly and the issues described in your complaint 
  have been resolved. Additionally, as a courtesy, a refund in the amount of $42.25 representing 
  the total amount charged in connection with the March fees will be issued.
  
  We apologize for the inconvenience.   
  
  Thank you.  

  Customer response

  04/10/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19900332, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩